Former Head of BA Customer Services

He is a globally recognised expert on Customer Relationships, Leadership and Talent Management.

Before beginning his speaking career over 15 years ago, Larry Hochman held a number of senior positions at British Airways and the loyalty management company Air Miles in both New York and London.

His roles included Director of Customer Service and separately Director of People and Culture, Larry being the very first person in Europe to ever have this later role and title, which became a benchmark for reinventing HR departments all over the world.

Larry was a pioneer of corporate mentoring in Europe and has been the personal mentor to many Chief Executives.

Originally from America, Larry Hochman has lived in Europe for over 20 years and currently resides in both London and Venice.

His most recent book, “The Relationship Revolution”, Larry maps out what you have to do to succeed in the coming decades.

He gets under your customers’ skin, shows you what they really want, and then takes you through what you have to do, inside and outside your organisation, to get there.

The Customer Experience – Your Only Priorty:

In a world where ‘smart machines’ are playing a larger role in everyone’s life, and customers are having fewer personal interactions with people representing your brand, they are valuing each and every one of those interactions more than ever before.

Every touch-point with a customer matters, but human touch-points are suddenly more significant and more telling.

If unique value is derived from the relationships you have with your very best customers, remember those relationships are a ‘human thing’. They are about people: You, your colleagues, your expertise, your enterprise, your care, your kindness, your empathy.

In the not-so-new Social World customers increasingly do your marketing for you, and their power to either reward or punish you could determine the success or failure of your enterprise in ways you have not yet imagined.

The Cutomer Experience is today therefore not only a top priority, it may be your only priority.

Larry Hochman – Keynote Speaker:

Recognised as a global authority on customer relationships, Larry’s most popular speech topics include:

Building Customer Relationships to Last a Lifetime

Creating Value in the Post-Recession Era

Now is the Time for Courageous Leadership

Retaining Customers in an Economic Crisis

The War for Talent and The Future of HR

Transformational Leadership in the Digital Age.

Customer and Brand Value in the New Social World.

Customer Loyalty – The Unique Competitive Advantage.

Talent Management and Enduring Greatness.

Customer Loyalty in the Digital Age

Transformational Leadership for the Customer Era

Hope is Not a Strategy – Managing the Customer Experience

Talent Management and Enduring Success

The Customer Experience – Your Only Priority.

Reverse Mentoring – Follow the Young.

The New Marketing – Customers Do It For You.

The Future of Work – Average is Over.

For further info or to book Larry Hochman, email us or speak with a booking agent on 01275 463222

Testimonials

Larry′s thoughts on customers, culture and talent are immensely valuable for any business, anywhere in the world.

Sheldon S. Wiseman, President & CEO, Amberwood Entertainment Corp

For Larry the relationship between customers and profitability is intuitive and effortless

Amanda Mackenzie, Chief Marketing Officer, Aviva

Your startling appraisal of the way business is likely to change in the next few years was sobering and thought provoking. This is exactly what is needed to help our business managers 'think outside the box' about ways in which their own markets may change and how they can adapt themselves to exploit the opportunities that presents. At the same time your messages in so many different ways fit well with the overall 'Think Customer' theme for this year's Forum